Serving patients across all of Iowa
Welcome to the Modivcare Facility web site for Iowa. This site hosts information and forms that Iowa medical facilities use to schedule non-emergency Medicaid transportation for Members who are eligible under Iowa Medicaid and who have no other way to get a ride.
All trips must be pre-arranged and confirmed by Modivcare.
The forms on this site are stored in PDF format. Your computer must have Adobe Acrobat Reader installed for you to be able to read and print the forms. If you do not have a copy of Adobe Acrobat, you can download it for free at www.get.adobe.com/reader/.
For a medical emergency, always call 911.
How can the Facility Department help?
Modivcare maintains a Facility Department dedicated to handling the needs of sole source facilities, hospitals, & dialysis centers. Modivcare has dedicated staff and a phone number available to book transportation for facilities. The phone number is 866-277-8962. To minimize time on the phone, Modivcare suggests using the Facility Services website and/or faxable request forms for single trips and standing orders. Completed request forms should be faxed to: 866-535-0246. Upon receipt of the form(s), a Facility Representative will process the request.
If you are a facility that would like to sign up for the Facility Services website, please inform your Facility Representative.
How does a member book a reservation for transportation?
Modivcare has a dedicated reservation number for Amerigroup. Our toll free number, 844-544-1389, is answered Monday-Friday from 7:30 am-6:00 pm CST.
If you are an HCBS Waiver member or calling on behalf of an HCBS Waiver member, please call 866-277-8962 and select option 2.
If you are calling from a facility, please call 866-277-8962.
If you are hearing-impaired, please call 866-288-3133 for assistance.
What happens if a trip is booked and the transportation provider is late picking up the member?
In the event that a transportation provider is late, Modivcare maintains a staff trained to resolve late arrivals. This team is available 24/7. A dedicated phone line is available to inquire about the status of their ride. The line is called the Ride Assist – “Where’s My Ride?” line and the phone number to call is 844-544-1390.
How do hospitals arrange discharges?
Please reference General IA Discharge Process Summary_Modivcare on the Forms page of this resource site.
How long is a driver expected to wait at the member's designated pick up location?
A member should be ready fifteen (15) minutes before the agreed pick up time. The vehicle is considered on time if it arrives 15 minutes before or 15 minutes after the designated pick up time. The driver is required to wait up to 15 minutes after the member’s pick up time before leaving.
How much notice is needed to book a reservation?
Two business days (48 hours) notice prior to the scheduled appointment is necessary. (Example: Call on Monday for a Wednesday appointment.) Modivcare accepts reservations up to 30 days in advance. For any trip request with less than the two business days’ notice, Modivcare will need to obtain confirmation from the treating facility that the appointment is of an urgent (not emergent) nature and cannot be rescheduled. Dialysis and wound care are examples of medically urgent appointments that should not be rescheduled. Modivcare needs at least one (1) hour notice for mileage reimbursement requests.
What area does Modivcare facilitate transport?
In the State of Iowa, Modivcare is contracted to arrange transport for Amerigroup members for medical appointments and HCBS Waiver trips. Modivcare arranges transportation in all 99 counties in Iowa.
What happens if a facility doesn't know what time the member's appointment will be over and no time is arranged in advance for the member's return ride?
Once the member’s appointment is finished, the member or facility will call the Ride Assist – “Where’s My Ride?” phone number (844-544-1390) and request transportation be sent to return the member. The transportation provider will be dispatched and will have up to sixty (60) minutes from the time of the call to arrive for the member’s return ride.
What if a facility has an urgent/same day trip?
Urgent/same day trips can be booked through Modivcare. Trips scheduled on the same day of the requested appointment time are required to have conditions verified through the facility as urgent, such as when a physician is requiring the member be seen the same day. These trips should be booked by calling the reservation numbers under question one, and transportation could take up to 3 hours to be arranged. In situations where a condition requires immediate medical attention or constitutes an emergency medical event, members should call local emergency services (911) for transportation by ambulance.
What if the member's appointment cancels?
If a member’s appointment is canceled, notify Modivcare as soon as possible (24 hour advance notice required, when applicable). This will prevent unnecessary trips for local transportation companies trying to serve others that day
Can a driver come into the member's place of residence and assist them out to the vehicle?
Drivers cannot come into the home, lift passengers, or take wheelchairs up & down stairs. Modivcare coordinates curb to curb service in the state of Iowa.
Can a facility ask for a preferred transportation provider?
Yes, if a facility has a transportation provider they prefer, please mention this when scheduling transportation. Modivcare will note the request on the trip and will do everything they can to honor the facility’s request, depending on availability of the transportation provider and/or if the preferred provider is a participant in the Modivcare network. Even though the request will be documented, trip assignment will be based on routing criteria that includes provider compliance. Modivcare does not guarantee that a preferred provider will be assigned based on a request.
HCBS Waiver members who have a transportation provider specified under their care plan should notify the representative at the time of scheduling.
- How can a facility representative get a Standing Order Request form?
How many members can one escort be responsible for?
One escort may accompany up to a maximum of three (3) passengers.
What are examples of emergencies?
Sudden life threatening medical situations, significant trauma, comas, shock, uncontrolled bleeding, respiratory distress, poisoning, drug overdose, and any situation where immediate medical relief or treatment is necessary.
What if a facility has an emergency trip?
Emergency ambulance trips are not arranged through Modivcare. If a medical emergency ambulance trip is needed, call 911.
What if a facility has multiple trips to book for different members?
A facility can request single trips via the Facility Services website for multiple members or fill out Single Trips Request Forms for the various members for trips up to 30 days in advance and fax them to Modivcare at 866-535-0246.
What levels of services are covered through Modivcare for the NEMT program in Iowa?
The level of service describes the type of service needed to transport a member. A member can travel by one of several levels of service based on their physical needs. See below:
- Mass Transit – Where available and suitable for the physical condition of the member. Modivcare will provide mass transit tickets or passes for riders traveling near a bus route.
- Ambulatory – Where a member is able to walk on their own or with the assistance of a walker or cane and is able to be picked up and dropped off. This is a curb-to-curb transportation. There will be no escort or attendant provided by Modivcare. If an escort is needed, please inform Modivcare at the time the reservation is called in that the member will have an escort with them (additional documentation may be required).
- Wheelchair – Where a member is confined to a wheelchair and, due to either physical weakness or mental impairment, they must travel with their own wheelchair. Transportation with a wheelchair accessible vehicle will be provided. There will be no escort or attendant provided. If an escort is needed, please inform Modivcare at the time the reservation is called in that the member will have an escort with them (additional documentation may be required). Wheelchairs are not provided by Modivcare or their providers.
- Stretcher – Where a member cannot be transported in a wheelchair, and may be bedridden. All stretcher requests require prior authorization via the Level of Service Certification, completed by a medical provider. Modivcare does not arrange transport by stretcher if the member can go by wheelchair, but does have it available.
- Where does a facility representative send the completed Standing Order Request Form?
Who fills out the Standing Order Request form?
Standing Order Request Forms must be completed by a facility employee, such as a case manager or social worker.
Who gets notified if changes need to be made to a standing order?
Modivcare must be notified of any temporary or permanent changes to a standing order. Modivcare’s system will continue to propagate the original information unless Modivcare is notified of a change. Modivcare’s network providers schedule transports based on the information Modivcare sends out in their daily manifest. If a facility or member only instructs the transportation provider of changes and not Modivcare, the member runs the risk of missing their appointment if the transport is assigned to a different provider. By informing Modivcare about changes to a standing order, it allows them to adjust any changes and ensures members are getting the best service available.